Automation Strategist - Customer Success

• You see opportunity in ambiguity and building things that scale.
• You experiment, learn quickly, and iterate openly, unafraid to make, and revise, bets.
• You enjoy creating playbooks as much as running them.
• You appreciate that each customer is unique, yet you build frameworks that scale across them.
• You use AI in your work today as part of how you operate at a high level, with workflows you've built and impact on quality, efficiency, and experience.
• You're a strategic, customer-centric problem solver.
• You're relentlessly focused on the outcome and willing to learn new approaches or challenge the status quo to deliver value for enterprise customers.
• 5+ years in SaaS (customer success, consulting, solutions, enterprise product or similar process and system strategy roles).
• You have thoughts on how modern businesses should operate, including where inefficiencies hide and how automation + AI unlock leverage.
• You can operate across audiences, from executive sponsors to execution teams running sprint-style projects.
• You're skilled at discovering what customers actually need (not just what they say).
• You communicate automation value in terms of ROI, efficiency, scalability, and risk reduction.
• You think in systems, logic, and orchestration frameworks, but don't get bogged down in technical details.
• You own the outcome, project managing stakeholders internally (TAM, product, support) and externally (customer execution teams, Line of Business Leaders) to deliver realized, quantifiable value.
• You communicate strategy and insights with clarity, empathy, and precision.
• You know when to use async vs. live to balance ideal outcomes and speed, employing Slack, email, workshops, executive briefings, texts, and standups.
• You leverage automation and AI yourself to execute with clarity, speed, and alignment.
• You interpret usage patterns, account signals, and customer behavior to inform strategy.
• You collaborate with data science and RevOps to shape MVP to mature data products and workflows.
• You combine early data signals with strong first principles thinking to make decisions and evaluate progress.
• You lead customer engagements with clarity, dependability, approachable expertise, focusing on delivering meaningful value.
• Internally you exercise good judgement and demonstrate our values of collaboration with purpose, accountability, recognition.

Customer Success organization

Team mission of delivering value through clarity, impact, curiosity, and approachable expertise.